Win the Call

Being the Practice Ambassador takes grit and determination

give them the training to fully embrace their role as the face of your practice

Win the Call

Being the Practice Ambassador takes grit and determination

give them the training to fully embrace their role as the face of your practice

Scheduling Coordinator Training

Empower the role that has the most frequent interactions with your patients and parents. They set the tone - let's make sure it's a great one.

Being on the front desk is more than reading scripts or hiding behind the "do not disturb" - let's help your team create that perfect first impression.

I am Amy, and my training program helps your Scheduling Coordinators improve their phone and in-person patient interactions. I provide coaching for efficient & impactful first impressions, teaching new strategies & habits to improve your scheduling skills!

Are you looking to train your team to build better relationships with patients? Our customer service training will give your team the tools they need to provide excellent customer experiences.

Specific Training for your Front Desk team

A scheduling coordinator is more than just an appointment setter - they truly are the face of the practice and help your patients to fulfill their orthodontic dreams.

Empower them - sign up for my coaching!

A scheduling coordinator is more than just an appointment setter - they truly are the face of the practice and help your patients to fulfill their orthodontic dreams.

Empower them - sign up for my coaching!

Phone Coaching

Phone skills training for efficient and impactful first impressions

  • Master the first and last impression

  • Learn how to offer appointments to your schedule

  • Know how to prevent escalations

  • Master the initial inquiry call to prevent no-shows

  • Mousy to marvelous or edgy to polished

All Packages Include:

Coaching & accountability - Online Library Portal - Standardized training - Options for remote & on-site initial training

Train your team to become effective scheduling coordinators and learn how to manage patient appointments efficiently.

Signing up with Amy will guarantee your front office team gains the skills needed!

Want to give your Staff their first step in Front Desk training from just $300?

Trapezio has launched The Academy of Front Desk Coordinators which is the perfect foundational training to creating a confident front desk team.

Join Amy's mailing list today and receive her ALERT training as a thank you!

It happens. People get frustrated. Sometimes they vent at us simply because we're the ones on the other end of the phone, regardless of whether we have had a part to play in the situation.

I always remember "Event + Reaction = Outcome". You can control your reaction, not the event, and it still affects the Outcome.

What Our Clients Are Saying

My customer communication training will help you to 10X your patient experience to massively impact your Win ratio!

40%

Decrease in No Shows

because all your customer relationships are real connections, right from the start.

64%

Reduction in Longer, Problem Calls

because you're no longer inadvertently upsetting your valued customers.

20%

Increase in Production

because you've built trust with your customers from the beginning, so your win ratio is much higher.

HOW TO WORK WITH ME

Phone Coaching

Telephone skills training for efficient and impactful first impressions with your receptionist and front office team.

Sales Coaching

Treatment Coordinator communication training for consultations to adapt, read the room, and win the start.

Workshops & Keynotes

Book me for your team or appreciation event you are running to provide customer experience training.

blocks spelling out habits

Habit upon Habit - Using Habit Loops

February 07, 20204 min read

Recently I came across a social media post with a great image having the months of the year written in a block font and broken into how many days in each month (see photo above). Immediately I knew I wanted to pull that into my personal resources to help master my habits. I am fully aware each day is an opportunity to build a habit upon habit.

As I began to fill in the days I began to call it my “patchwork of progress”. It hits so well upon the science of habit loops.

Habit Loops

James Clear, in Atomic Habits, and Charles Duhigg, in The Power of Habit, speak of habit loops. They describe a 3-part cycle of a habit loop. The cycle is started with a trigger or cue, which then causes a response or habit, resulting in a reward. The item I appreciate James Clear speaking more of is how craving is a part of the loop. The craving for the reward is what puts us in action and solidifies the loop into a habit. I like to think of craving as a catalyst fanning the flame of action.

My Habit Loop

Allow me to tell you how I took the coloring page into my own habit loop.

The cue for me are seeing the calendar sheet. It reminds me of my “why” of the desired habit and the end state I desire, but it also triggers a craving for me. I LOVE “done” and want to continue the streak of coloring in each day. So getting to color in a shape or checking off a block motivates me. But I know in order to be able to get the reward I must take action (response/habit). And then once I do, I get the reward of coloring in the daily block.

This cycle works well for me because I love to color but rarely take the time to do so. This means my reward is very desirable for me. And since I have this reward so closely coupled with a cue/craving it is very effective.

But How Many?

This year I picked three core habits I wanted to work on. I picked one for my heart, one for my mind, and one for my spirit.

I also give myself “partial credit”…just like I encourage my students to do. Allow me to explain.

One of my three is to step on my scale. I have a long hard history and battle with my scale. The numbers it displays sometimes seem to taunt me or yell at me causing me to want to avoid it and give up on my ultimate goal of good health.

I am working on changing its meaning as I work on my health. So every day I set my intention and awareness of a health-focused day by stepping on. Yes, I want a downward trend and am working on that, but more importantly, I step on…notate it…and color in a block. But on days I travel, I have no scale to stand on so I mentally set my intention. If I do that, upon my return I don’t fully color in the block for that day but I hashmark it. Grace…grace…grace.

Awareness

Awareness is the first step to change.

I teach this to my students from their very first coaching session by providing a sheet of blocks to chart their wins. And I encourage them to give themselves credit in multiple ways. If they fully execute the habit we are working on, they are to “x” the block, like a “strike” in bowling. If they don’t execute on the habit but immediately think of it afterward…you know that “D’oh” moment…then I instruct them to give themselves a “/” in the block, like a “spare” in bowling. Awareness is the first step to change.

Little by Little

Bit by bit I see my habits changing and I like it. Little by little I see incredible changes as I work with teams!

So what two to three things will you and your team choose to work on? Dont’ even stress about two or three…pick ONE. Master that one habit/process and move to another.

Remember…habit upon habit…process upon process.

Contact Communicate Excellence for a systemized habit-upon-habit approach to the success of your team.

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Amy Demas

Communication trainer and coach for individuals and businesses.

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What Our Clients are Saying

Amy believes in giving back and paying it forward by donating 10% of ALL proceeds to organizations that help others.

Click on any logo to learn more about the organization.

As a survivor of a rare cancer I love riding each year and raising funds for the research to beat rare cancers. 100% of all raised funds go to research.

I have enjoyed building boxes for children around the world. And having lived in Charlotte I even was able to pack crates of boxes.

I am a PEO Sister. This organization has helped women "reach for the stars" by providing $400 million in educational assistance. They even have their own college.

As a parent with two children have been treated by Shriner's Hospital, I love to give back. They provide free care for those in need.

Preferred Provider For:

As a bonus for being a member of these organizations you will receive a discount on my services.

Schulman Group leaders say

“The Schulman Group is pleased to call Amy Demas/Communicate Excellence one of our valued preferred consultants and a huge advocate for our educational programming efforts. Her "can do" attitude has served the group in many capacities over the years…..as a consultant, as a program speaker and most recently served as moderator for our Doctor and Team Meeting. As speaker and consultant, Amy offers invaluable insight on communication skills for all orthodontic team members and has helped a number of our members streamline and improve office interactions with patients.”

Emily, Mari's List says

"Amy Demas is a shining star when it comes to training front desk staff, scheduling coordinators and treatment coordinators. She truly communicates excellence. Mari's List feels confident endorsing Amy because of her long history of exceptional professionalism and glowing reviews from our members."